Job Description
Part of a well-established, busy Service Desk team, fielding in excess of 2,000+ new support requests each month, from a diverse range of clients, you will be part of the face of the company, helping to resolve technical issues directly or as escalated to you as a second line team member.
In addition, you will be involved in project work, supporting the specification of infrastructure and software solutions and their implementation, to support the business needs of our existing and new clients.
The role requires a candidate who is driven, solution focussed, who can collaborate with internal and external stakeholders, and who has a proven track record of working within a fast-paced environment whilst setting goals and achieving high results. The candidate should have strong interpersonal skills.
The role is primarily office-based but at times will include fieldwork.
Roles and responsibilities
* Provide second line technical assistance to a range of businesses of different sizes, across different industries.
* Help manage and monitor the service desk, identify and troubleshoot issues, and perform necessary repairs or upgrades.
* Act as a point of escalation for First Line Service Desk Engineers, helping them with their understanding.
* Escalate support issues in a prompt and timely manner to Third Line Service Desk Engineers as required.
* Assist Field Service Engineers with your knowledge and experience and provide on-site support where required.
* Research and scope a wide variety of projects and then putting them into play.
* Monitor security threats and vulnerabilities, implement security measures, and maintain compliance with data security regulations.
* Provide an exceptional service to the client and a positive relationship with your colleagues.
* Undertake training and to assist in training other or new members of staff as required.
* Undertake other duties as may be required within the general scope of the job.
* Work in accordance with all company procedures and guidelines.
Required Experience
* A minimum of 2 years’ experience working on a service desk or in an IT role
* Experience of working within a Managed Service Provider (MSP) environment.
* Strong knowledge of Microsoft 365 (Email concepts, SharePoint, OneDrive, Azure AD)
* Good network understanding (LAN, WAN, VLAN, WIFI, IPSEC, VPN)
* Onsite/offsite backup products and storage, including cloud storage
* Knowledge of Windows Servers (Active Directory, DHCP, DNS, GPO’s, Print Management, AD Sync)
Desired Skills
* Ability to work under pressure and manage own time on a busy helpdesk
* Excellent customer service and communication skills
* A full driving licence (access to a vehicle is not required, but beneficial)
Qualifications
* Technical qualifications such as CompTIA A+ would be advantageous but are not a requirement
About Acronyms
Acronyms is an IT support company offering a range of IT services, designed to save organisations time that they can spend on growing their own businesses.
Whether employees need day-to-day assistance or an IT manager needs some additional technical support, our experienced IT support staff can be on hand to offer expert advice.
We understand that not everyone is an expert in IT. Therefore, we adapt to the level of expertise our customers require, by avoiding the use of unnecessary jargon and by taking time to explain solutions.
With a wealth of experience across the team, we work to the demands of our customers to provide a number of IT support services, wherever and whenever they’re needed.
Our mission is to provide businesses with exceptional, tailored IT and unified comms that are fit for purpose, exceed our clients’ expectation and that our employees are proud of and we do this by staying true to our core values. After all, they make us what we are, they’ve helped us get to where we are today and we are sure that they will continue to help us in the future.
Apply
To apply please use the form to the right hand side, providing a covering statement and attaching a copy of your CV.
We are not interested in hearing from recruitment consultancies at this time. Thank you.
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